Customer Call Center Representative III

Job Details

Description

Do you crave a career that truly makes an impact in people’s lives? Do you thrive on problem-solving and finding solutions? Join a dedicated, tight-knit team that creates an immediate and meaningful impact every day.

Leidos QTC Health Services is seeking seasoned Call Center Customer Service Reps onsite in our San Antonio, TX office. You will be responsible for answering, processing, and documenting all calls from customers and representatives. Acts as service liaison between the customer and internal operational staff, and delivers exceptional customer service at all touch points. Provides clients with customer service by determining call requirements, responding to inquiries, resolving customer issues and fulfilling customer requests.

Primary Responsibilities:

• Offer excellence in service while answering, processing, and documenting a high volume of inbound calls in the most efficient manner possible
• Provide clients with world class customer service by determining call requirements, responding to inquiries, resolving customer issues and fulfilling customer requests
• Schedule appointments for examinees including initial, follow-up, and rescheduled appointments
• Clarify customer inquiries through active listening in order to research, locate, and provide information to the appropriate entities
• Maintain ownership of calls, including outreach or follow-ups with escalation team or department leadership
• Accurately document all call information in case management system according to standard operating procedures
• Efficiently utilizes tools and available resources such as: eProcess, Compass/APAS, One Notes, PRM and other tools as necessary
• Demonstrate compassion and professionalism when addressing complex inquiries and/or irate callers
• Recommend process improvement ideas for systems and processes to improve organizational efficiency

Required Qualifications:

• High School diploma, or equivalent (GED)
• Experience:
  • Level 2: 1+ years of call center/scheduling experience
  • Level 3: 3+ years of call center/scheduling experience
• Ability to work various shifts and hours to cover multiple times zones (including holidays)
• The ability to work as a team member as well as an individual contributor
• Ability to follow standardized process workflow on a daily basis

Preferred Qualifications:

• Previous healthcare call center experience preferred
• Ability to interact with all levels of staff
• Ability to effectively manage competing priorities in a fast-paced environment
• Proficient in relevant computer applications (i.e. call center phone systems, Electronic Scheduling software and case management software) with an ability to learn new software quickly
• Excellent data entry and typing skills

Additional Information:

• Training: First 3 weeks: M-F 8am–5pm CST
• Shift: M-F, 11am-8pm CST (Shift schedules may adjust based on business requirements)
• Probationary Period: Employment as a Customer Call Center Representative will include successful completion of a 90-day probationary period during which you will be given objectives to achieve. This timeframe lets you assess your readiness for the position as well as allows Leidos QTC Health Services to determine your ability to successfully perform the job. You will be provided objectives, documentation, training and performance feedback during the 90-day probationary period as part of your assimilation to the role. After successfully completing the 90-day probationary period, you will be considered a permanent employee

About Leidos QTC Health Services

Leidos QTC Health Services collaborates closely with government and non-government customers to address current and future program needs within the health services domain. We specialize in disability-focused medical examinations, independent medical exams and review services, occupational health services, diagnostic testing, and case management solutions. As innovators, we focus on advancing technologies that improve service delivery, with a particular emphasis on enhancing accessibility for examinees in rural communities. With a proven track record of continuous improvement and steady growth, we now handle over 2 million appointments annually. Visit www.qtcm.com for more information.

Compensation and Benefits

Pay and benefits are fundamental to any career decision. That’s why we craft compensation packages that reflect the importance of the work we do for our customers. As a result, we offer meaningful and engaging careers to support you and your career goals, all while nurturing a healthy work-life balance. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available here.

This role may fall under the Service Contract Act (SCA), a federal law which provides for a U.S. Department of Labor-prescribed minimum prevailing rate of pay and certain benefit levels. Where appropriate, Company-provided benefit plans such as comprehensive leave, holiday, medical, dental, life, accident, disability coverages, retirement plan contributions, and other health and welfare benefits and payments are utilized to meet these obligations.

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos QTC Health Services will also consider for employment qualified applicants with criminal histories consistent with relevant laws.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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